Service Awards -- 2020

The 2020 CRM Service Awards

In 2020, CRM magazine will be rolling its Customer Service Awards, acknowledging the leading vendors, rising stars, and best deployments in customer service, into the Market Leader Awards and presenting the winners in the September 2020 issue of CRM magazine.

CRM’s Customer Service Leader Awards

Which vendors are leading the customer service and support market? To determine the Customer Service Leaders, we ask industry analysts and consultants to rate vendors in nine categories. The Customer Service Leaders are selected based on a composite score that includes reputation for customer satisfaction, depth of product functionality or services, company direction, revenue, revenue growth, market share, and customer wins. Analysts and consultants are asked to rate vendors based on their performance in the past 12 months. In each category we acknowledge five leaders (listed alphabetically) and one vendor to watch. Companies are rated in the following categories:

  • Contact Center Search
  • Contact Center Analytics
  • Customer Case Management
  • Workforce Optimization Suite
  • Web Support
  • Contact Center Infrastructure
  • Interactive Voice Response
  • Enterprise Feedback Management
  • Outsourcing

Please see the Categories page for more details on each category.

Read about the 2019 Service Leaders.

CRM's Service Rising Star Awards

The Customer Service Rising Star Awards recognize vendors that have paved the way in emerging markets during the past 12 months with innovative product launches or bold initiatives (such as mergers and acquisitions), or redefined themselves in a mature market as a result of a significant organizational or product-line restructuring.

Read about the 2019 CRM Service Rising Stars.

CRM's Service Elite Customer Awards

Has your company had stellar success and rock-solid ROI using customer service processes and technology during the past 12 months? Prove it and join the chosen few who are among the Elite Practitioners in customer service. Several factors will be considered for this award, including return on investment, project implementation times, and overall impact on the organization.

Read about the 2019 CRM Service Elite Customers